About Us

Kangaroo Care is an innovative and rapidly growing organization committed to delivering exceptional care and support services for individuals with disabilities. Our mission is to empower participants by providing person-centered solutions that enhance their quality of life and foster independence. We are seeking a passionate and dynamic Client Relationship Manager to join our team. If you are driven by a commitment to making a meaningful difference in the lives of others and thrive in a fast-paced, innovative environment, Kangaroo Care is the place for you.

About You

To succeed in this role, you will have:

• A solid understanding of the NDIS price guide, support agreements, and tenancy agreements.
• Strong local knowledge and referral connections within the community.
• Excellent communication and engagement skills to build meaningful partnerships.
• The ability to identify opportunities and demonstrate experience in community engagement.
• Well-developed negotiation skills to create solutions that meet the needs of NDIS participants.
• At least two years’ experience in a similar role within the human services sector.
• An empathetic, warm, and positive approach to working with individuals facing challenges.
• The ability to work autonomously and as part of a collaborative team.
• Strong organizational skills, including the ability to prioritize workloads, meet deadlines, and achieve KPIs.
• A commitment to implementing and adhering to relevant regulations, policies, and procedures.
  

Role Purpose

As the Client Relationship Manager, you will be responsible for fostering strong relationships with NDIS participants and their families, ensuring a high-quality client experience, and aligning services with NDIS requirements. You will play a pivotal role in onboarding new clients and expanding Kangaroo Care’s participant base, contributing to the organization’s growth and impact.

Key Responsibilities

• Client Engagement and Relationship Management: Build and maintain trusting relationships with NDIS participants, their families, and guardians. Act as the primary point of contact for participants, addressing inquiries and resolving concerns.
• New Client Onboarding and Business Development: Identify and engage prospective participants, guiding them through the intake process and explaining NDIS funding, service agreements, and available supports.
• Service Coordination and Delivery: Collaborate with clinical and operational teams to design tailored support plans and ensure alignment with participant needs and NDIS guidelines.
• Communication and Reporting: Ensure timely and transparent communication with participants and their families, providing clear progress notes and reports.
• Compliance and Documentation: Maintain accurate client records, ensuring compliance with NDIS standards and assisting participants in utilizing their funding effectively.
• Quality Assurance and Continuous Improvement: Collect and analyze client feedback to identify opportunities for improving services and contribute to the development of best practices.

Key Skills and Competencies

• Strong interpersonal and communication skills.
• Proven sales or business development skills.
• Problem-solving and conflict-resolution abilities.
• Excellent organizational and time-management skills.
• Knowledge of NDIS standards, processes, and compliance requirements.
• Empathy and understanding of individuals with disabilities and their families.

Qualifications and Experience

• Relevant tertiary qualification in Social Work, Community Services, Disability Support, Business Development, or a related field (preferred).
• Experience working in the disability sector or NDIS environment.
• Proven experience in customer service, account management, or relationship management.
• Familiarity with CRM systems and client databases.

Mandatory Requirements

• National Disability Insurance Scheme (NDIS) clearance check.
• Working with Children Check.
• NDIS Worker Orientation certificate.
• Your own vehicle and an unrestricted driver’s license.

Application Process

If you are passionate about making a difference and are ready to join a dedicated and caring team, please submit your resume and a cover letter explaining why you would be an excellent addition to the Kangaroo Care Team. We are looking to hire immediately and will contact shortlisted candidates for further steps.

Apply today and help us empower lives with Kangaroo Care!

Kangaroo Care is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.